An Alternative View: Customer Care Applications

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An Alternative View: Customer Care Applications

Executive Update
Posted June 26, 2017 in Business & Enterprise Architecture, Data Analytics & Digital Technologies

When it comes to IT systems in the customer care area, we keep arriving at the same idea: a trouble ticket reported by a customer and resolved in the scope of a customer care process. We organize all interactions around a process measured by key performance indicators (KPIs) and optimized for efficiency metrics, ignoring the fact that it is not process efficiency that our customers value. This Executive Update provides an alternative: a Semantic Web–based view of customer care solutions.